Creating the Experience

Well, i'm back in KL after the CNY break. Anyway, this post is about a review on this book that i finished reading on the flight back to KL from Kuching - The Starbucks Experience. Well, i'm posting this to remind myself of the few pointers/ principles that turned Ordinary into Extraordinary.

• Make it your own - allowing partners/ employees/ team members to bring individual creativity and passion to meet companies/ teams/ church objectives.
  
• Everything matters - All details matter to create the Starbucks experience. From the type of music, clean toilets, shapes of counters etc. There's no way to hide poor quality. Not only everything matters, but everyone matters as well.
  
• Surprise and delight - Customers delight comes from surprise as well as predictability. Everytime we go into Starbucks, we EXPECT the predictable - quality coffee, clean, friendly employees, nice environment. Additional elements of surprise will enhance the delight and the experience.
  
• Embrace resistance - To work with resistance effectively, we must distinguish between people who want their concerns to be resolved and those who simply like to complain.
  
• Leave your mark - Corporate social responsiblity should not be seen as a passing fad - but the way global business gets done.
  

Guess few things here we could learn and apply ...